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Hybrid Technical Support Engineer

at Zendesk
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Posted last month

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About the role

  • Be the first responders for all queries from customers related to Zendesk’s multi-product platform.
  • Own the customer experience; help customers figure out what they need and guide them to resolution with the least customer effort possible.
  • Respond predominantly in-the-moment via live Chat, and also via email and phone.
  • Collaborate with colleagues at all levels across the organization; utilize swarming when needed.
  • Educate and empower customers to become better Zendesk users and act as Zendesk's ambassador internally.
  • Drive product change and improvement through continuous feedback and exposure to projects that enhance the Zendesk platform.
  • Contribute to customer retention and expansion through best-in-class support.

Requirements

  • 4 to 6 years of experience at doing phone, email and live chat support in a Technical Support role (ideally, Software/SaaS products).
  • Working experience with JavaScript, APIs, integrations, Help Centre/knowledge bases, web widgets, SDKs, analytics and logs searches.
  • Ability to work with conflicting priorities by taking initiative and prioritising accordingly.
  • An understanding of the Enterprise and SMB landscape; be consultative and optimize the customer experience for these segments.
  • Comfortable building relationships with a diverse and global customer base across multiple communication channels.
  • Ability to work independently and prioritize workload while collaborating when needed.
  • Empathetic and confident to take charge and control the customer journey to resolve issues.
  • Strong analytical ability to explain complex technical issues simply.
  • Confident communication skills and passion for elevating customer and colleague experience.
  • Must attend local office for part of the week (hybrid/team-level schedule determined by hiring manager).

Benefits

  • Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
  • Offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
  • A fulfilling and inclusive experience with ongoing efforts to foster global diversity, equity, & inclusion.
  • Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans.
  • Opportunities for connection, collaboration, learning, and celebration within team culture.
  • Exposure to projects that drive product change and improvement.

Job title

Technical Support Engineer

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

HybridMelbourneAustralia

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